WELCOME TO BASF

At BASF Digital Hub Hyderabad we develop innovative digital solutions for BASF, create current exciting customer experiences and business growth, and drive efficiencies in processes, helping to strengthen BASF´s position as the digital leader in the chemical industry. We believe the right path is through creativity, trial and error and great people working and learning together. Become part of our team and develop the future with us - in a global team that embraces diversity and equal opportunities.

As part of our newly established Service Desk Team in the End User Support Product Family at the Hyderabad Digital Hub, you will play a key role in shaping and driving global IT support delivery.

Working in a highly collaborative, international environment, you will act as a Service Desk Process Expert, ensuring efficient and high-quality Service Desk operations in our global Service Desk landscape.

Responsibilities:

Operational Excellence & Provider Steering





Design and implement service processes in alignment with ITSM best practices and in close collaboration with the central ITSM process team
Ensuring stable, high-quality, and efficient Service Desk operations
Functionally steer and govern Service Desk providers to ensure high-quality service delivery
Monitor service performance to ensure compliance with SLAs and KPIs
Act as Knowledge Management Database Owner and drive data quality, structure and usability
Govern and maintain ServiceNow data structures (e.g. tables) to ensure data quality and consistency
Ensure comprehensive documentation of processes, procedures and system changes
Lead or contribute to projects and sub-projects

Continuous Improvement & Reporting

Driving transparency and continuous service processes improvement
Prepare ad-hoc and regular analyses and reports to support operational and management decisions
Own and continuously improve all Service Desk-related processes on a global scale

Stakeholder Management & Enablement

Support

📌 Service Desk Process Expert (Hyderabad)
🏢 Basf
📍 Hyderabad